Resident Engagement Manager in City of Westminster

Pinnacle Group are looking for a Resident Engagement Manager to join our Partnerships Team within our Home Division. The role focuses on ensuring residents have accessible and effective opportunities to provide feedback, share their views and influence services. The postholder will champion a culture where residents feel listened to, valued and confident that their feedback leads to tangible outcomes and service improvements. You will build strong, inclusive and resilient communities by delivering a resident engagement framework that adapts to resident needs, working closely with the Operations team to ensure a consistent approach across portfolios, while providing clients with regular insight, analysis and recommendations to improve engagement outcomes.

Key Responsibilities

• Develop and deliver a resident engagement strategy that increases participation and inclusion.
• Organise and facilitate resident meetings, forums, events, and consultations.
• Build positive relationships with residents, ensuring their voices are heard and acted upon.
• Support resident groups to function effectively.
• Promote digital and non‑digital engagement channels to reach diverse audiences.
• Lead the use of Ark (resident communication app) to create and maintain vibrant digital communities.
• Develop and deliver a structured communications plan via Ark, including regular, targeted messaging to residents.
• Create engaging, relevant content to improve resident interaction and participation rates.
• Monitor and analyse engagement metrics (e.g. open rates, response rates, participation levels) to continuously improve performance.
• Encourage adoption of the Ark app among residents, supporting onboarding and increasing usage.
• Use Ark to promote events, consultations, community initiatives and key service updates.
• Identify community needs, priorities and opportunities through insight and engagement.
• Support the development of local projects, initiatives and community‑led activities.
• Work with partners (local authorities, charities, health services) to deliver community programmes.
• Collaborate with local agencies to address issues such as anti‑social behaviour, isolation and deprivation.
• Monitor and report on engagement activity and outcomes, including digital engagement via Ark.
• Use insights from resident surveys, including TSMs, to create targeted action plans aimed at increasing resident satisfaction with engagement.

Key Requirements

• Experience in community development, resident engagement, housing or similar roles.
• Experience using digital engagement platforms (e.g. resident apps such as Ark).
• Strong interpersonal and communication skills.
• Ability to build trust and relationships with diverse communities.
• Experience organising events and facilitating group discussions.
• Knowledge of equality, diversity and inclusion principles.
• Ability to manage multiple projects and priorities.
• Competent IT skills (e.g. MS Office, digital engagement tools).

Desirable:

• Experience working in housing or social housing sector.
• Knowledge of safeguarding and community safety practices.
• Experience analysing engagement data and improving communication strategies.

Hybrid working arrangement: predominantly remote with occasional attendance at Holborn head office twice per month and occasional resident engagement events. National coverage with infrequent travel required, suitable for candidates based in the South East or within a reasonable commute to London.

Our Offer

• Statutory benefits such as sick pay, maternity/paternity leave, a pension scheme and annual leave.
• Maternity/paternity packages.
• Flexible Working Arrangements.
• Life Assurance.
• Enhanced Pension Scheme.
• Additional Annual Leave.
• Private Medical Insurance.
• Cycle to Work Scheme.
• Employee Assistance Programme.
• Retail Discounts.
• Childcare Assistance.
• Season Ticket Loans.
• Sick Pay Schemes.
• Personal Development Plans.

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve.